Spin Casino - Player’s winnings delayed due to document update issues.

Dear Support Team,

I am willing to pay a commission if you can help me resolve this issue. I have been a customer of Spin Casino for years. Recently, I won a substantial amount in my latest games, but I was asked to provide documentation for the withdrawal. I submitted all the required documents, but the house number on my documents did not match the one in your records. I notified you of the need to update my house number, but I have not received any response. I have emailed all the support addresses in both English and Portuguese, yet no one has gotten back to me. Over the course of a year, I have lost money and only experienced trouble-free withdrawals on the rare occasions when I won smaller amounts. Now that I have made a significant win, I am not receiving any support and my withdrawal has not been processed. What’s worse is the lack of communication. Please help me. As I mentioned earlier, I am willing to pay a commission if a solution is found.

Dear romeritoxp32,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Casino.

Please note we don't accept commissions for our service, our service is free for any player.

Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting playing.

Please allow me to ask you a few questions, so I can better understand the situation and establish a timeline of events. 

• Could you please explain what is the exact difference between personal information in your player's profile and your actual address?
• Could you please explain when did you inform the casino about the inconsistency?
• Could you please share your communication where you discussed the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you in advance for your reply.

Best regards,

Tomas

Tomas,

I sent you the printout in a second e-mail of the registration error and the pending survey!

Dear romeritoxp32,

After collecting all the information, I am sorry to say we might not be able to help. If you made a typo while completing your user profile and tried contacting Customer Support straight away it would be a different story. Unfortunately, you only tried to correct your mistake after you deposited and achieved your winnings, during the verification process.

For future reference, please make sure that all the personal details are correct before depositing any funds into your casino account and starting playing.

Please let me know if there are any other circumstances I might have overlooked, otherwise, your complaint will be closed.

Tomas,

if I had known that there was something wrong with the registration I would have tried to update it before, in short, the approach is wrong, it is not correct to stop paying for an address error, if there was a problem they would not even let me deposit, so I will try to resolve it through the courts, thank you.

And since they paid out the winnings over the course of a year, when I won a larger amount I found a way to cheat! I think that's even a crime.

Tomas,

They returned the amount to the account, it's no longer pending withdrawal, can we change the address now?

I understand these types of mistakes aren't made on purpose. It's an unfortunate situation. Did the casino go ahead and changed your address in your casino profile after the amount was returned to your casino account? Please let me know.

After the amount is returned to the account, they say that it has been passed on to the operational department to change the registration, they give a deadline of 24 hours, but it is never answered!

The right thing to do would be to lower their security index! They have no technical support

Thanks for your reply.

We've reached a point where we can't offer you any further assistance and the complaint will be closed according to our previous conclusion.

I would recommend you follow the casino's complaint procedure if you haven't reached a satisfactory resolution of your issue: https://www.spincasino.com/terms/

10.14 COMPLAINTS AND DISPUTES

Any customer who has any concerns, questions or complaints regarding the Casino or regarding a settlement should contact Customer services via live chat, email. Customers with unresolved complaints may raise a formal complaint within 6 months of the issue occurring.

To ensure Your complaint/concern is dealt with promptly please email the following email address and include the following information:

Your Username/ Account number

First and Last name

Detailed Explanation of complaint/concern

Any other information specific to the complaint/concern including any evidence (If applicable)

Please send the above information to complaints@playersupportcenter.com

You have 4 weeks in which to reply to a complaint, failure to do so will automatically resolve your query. You will then be required to re-log your complaint should you wish to continue the process.

No complaint may be logged within 1 week of performing a withdrawal; this is to allow the normal processing to continue. 

Alternate Dispute Resolution (ADR)

Should You not reach an agreement with us after completing our complaints process, you may refer the matter to one of our ADR providers

Ecogra

Kahnawake Gaming commission 

If you are an existing Casino account holder please include your username/account number/alias, Name, Surname and contact information in all correspondence.

You can take advantage of our guide on how to contact the casino's ADR or regulator found here: https://casino.guru/submitting-complaints-to-regulators

I hope your other options to reach your winnings will be more successful. Even though we couldn't help you this time, please don't hesitate to contact us again if you run into issues with any online casino in the future.